Publisher Operations Analyst

Manila - Philippines

Monthly Salary: Not Disclosed

Posted on: 23 hours ago

Vacancies: 1 Vacancy

Job Summary

In 2024 Yext acquired Hearsay Systems bringing together two industry leaders to form one unified organization. By combining Yexts brand visibility expertise with Hearsays best-in-class compliant engagement solutions were delivering even greater value to our customers. Our integrated approach unlocks a deeper set of data insights and recommendations empowering brands to convert prospects into customers faster and more effectively.

As a Publisher Operations Analyst you will be responsible for investigating escalating and resolving technical issues across a network of over 200 publishers (Google Apple Facebook Bing Yelp etc). Were looking for someone with a can-do attitude a strong attention to detail a problem-solving mindset and a proven ability to learn this role youll work directly with internal stakeholders (Support Client Success Operations Product and Engineering) as well as external stakeholders (Clients and Publishers). This diverse collaboration will put your ability to appropriately present information for various audiencesto the test.

What Youll Do
Become a Publisher Specialist Master Publisher concepts workflows and requirements; continuously learning to stay current in depth and breadth for a product that rapidly evolves both internally and externally
Manage Publisher Escalation Paths Investigate escalate and resolve a diverse range of difficult client issues across the Yext Publisher Network. Overseeing escalation paths trends and operational health
Be a Client Advocate Be a client-facing representative of Yext guiding clients through challenging issues; ensuring professionalism active listening and a clear understanding of the needs of our clients
More Specifically:
Become an expert in the Yext software and the Yext Publisher Network
Be a client-facing and publisher-facing representative of Yext
Liaise with Publishers to manage operational pipelines drive issue resolution and appropriately communicate work status to clients
Work cross-functionally to deliver exceptional service and ensure we are exceeding client expectations - every time!
Manage and prioritize multiple inbound requests and drive to completion
Adhere ticket management strategies and ensure adherence to the SLA
Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA) Customer Satisfaction (CSAT) productivity (set KPIs)
Follow complex processes and understand nuances in order to troubleshoot product and publisher issues
Refer to and build out internal process documentation; outlining functionality and changes in publisher integrations
Consolidate and deliver meaningful product feedback to internal stakeholders to drive product improvement
Synchronize efforts with Engineering and Product teams to scope test and implement product features

Maintain the Yext category taxonomy and handle all aspects of matching categories to new partner and publisher category lists
Manage our outsourced team including performing daily checks and providing support for escalated issues
Use technical tools like SQL Snowflake and Scripts to proactively evaluate operational health audit client accounts and resolve issues at scale

What You Have
BA/BS degree or a similar college-level education
Eagerness and flexibility to learn and contribute to the team
Comfortability in working in a fast-paced environment with multiple priorities and responsibilities
Ability to work quickly and independently with excellent time management and organizational skills required
Detail-oriented mindset with the patience to work through complex issues
Outstanding interpersonal skills; along with strong ability to communicate issues across departments and with external contacts while using relevant verbiage
Proficiency in excel with experience writing SQL queries
Preferred: Familiarity with APIs
Preferred: Basic experience writing scripts to iterate tasks or manipulate data a plus
Preferred: Proficiency in languages such as Spanish French and/or German is a plus

Why youll love it here
PubOps is a truly collaborative team: While you will be individually responsible for servicing an array of client escalations the team will be there every step of the way.
Positive culture is a key indicator of success: We work hard to deliver quality work but are also dedicated to building a strong team culture
Ownership and responsibility: At each level of the career journey your ever-growing expertise and hard work will have a direct impact on client experience and the success of Yext products

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Yext is an equal opportunity employer committed to building a results-driven engaging culture where every employee has the opportunity to contribute to the success of the Company perform at the highest possible level and grow their skills and capabilities. Yext welcomes employees and applicants of all backgrounds and demographics and does not engage in discrimination on the basis of any protected characteristic recognized under applicable law. We also consider qualified applicants regardless of criminal histories consistent with legal requirements. The Company believes a broad variety of life experiences across the Yext team is critical to its mission to help every business in the world be visible everywhere customers search. By seeking out fresh perspectives and fostering a positive interview experience and employee experience Yext can remain at the forefront of innovation and better serve its customers.

It is Yexts policy to provide reasonable accommodations to people with disabilities as required by applicable law. If you have a disability that requires an accommodation in completing this application interviewing or participating in the employee selection process please completethis form.

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